Ms L complained that Cardiff Council did not act on her concerns raised, and that it failed to provide a resolution.
The Ombudsman found that although the Council received a formal complaint from Ms L, it failed to adhere to its statutory complaints procedure and provide a response. She said this caused frustration and uncertainty to Ms L.
As an alternative to an investigation, the Ombudsman sought and gained the Councils agreement to issue and apology and complaint response within 2 weeks.